Service Capability Team Lead

Job Description

We are seeking a savvy people manager to join us as the Team Lead, Operations Support. You will be a helping hand to the Operations Support Manager in managing DFS’ store support function, which looks after all non-selling services such as the after sales service, complaints and store repairs etc. You will oversee the support function teams in their day to day jobs, and will serve as a key support to frontline Leaders-On-Duty (LOD) in resolving customer claims. 

Store Supplies Management

• Assist, source & manage Purchasing Orders (POs) for location equipment, services, store supplies and resources
• Manage all incoming invoices for AP Workflow processing 
• Ensure proper coding of all invoices to the relevant cost centers
• Establish and maintain centralized systems and procedure reference manuals for key support role tasks in the location 
• Train all new Sales Associates on cashiering procedures 
• Review training need for existing Sales Associates and conduct refreshers as necessary

Handle Customer Claims

• Support frontline and Leader-On-Duty (LOD) in resolving customer claims
• Review refund reconciliation and liaise with Loss Prevention for follow up 

Team Management

• Supervise all direct reports to ensure the smooth operation of the support functions (i.e. cashiering, after sales service) on a daily basis

Key Requirements

• Secondary School, High School Diploma or equivalent 
• 2 years’ experience in cashiering and/or accounts payable; experience in leading and supervising teams preferred
• Solution-based, energetic, team oriented, ability to multi-task, composed under pressure 
• Good leadership skills and able to work with a diverse team
• Proficiency in Microsoft Office applications
• Fluency in English language and other language(s) as required by location